Analyst, Digital Employee Experience (DEX) Operations & Analytics

Sony•San Diego, CA

1d•Hybrid

About The Position

The Analyst, Digital Employee Experience (DEX) Operations & Analytics supports Sony Corporation of America’s End User Support & Productivity (EUSP) organization by using data, analytics, reporting, and DEX technologies to improve employee experience, support effectiveness, and operational decision-making. The role works with EUSP leadership, Technical Field Engineers, the Global Service Desk, engineering teams, and business stakeholders to turn operational and employee experience data into actionable insights. It contributes to a proactive, data-driven, and AI-enabled support model by identifying trends, measuring outcomes, supporting DEX platform initiatives, and helping prioritize improvements to employee experience and support efficiency. The Analyst supports DEX platform operations and adoption; analyzes endpoint, application, collaboration, device, and employee sentiment data; audits support tickets; and develops operational, executive, and DEX-focused dashboards and reports. The role also supports data quality and process improvement, executive reporting, and identification and measurement of automation, self-service, and proactive support opportunities. This position follows a hybrid schedule with three days per week in the San Diego, California, or New York, New York office.

Requirements

Bachelor’s degree or currently completing a degree in Computer Science, Data Analytics, Information Systems, Business Analytics, Economics, Engineering, or a related field.
Strong analytical and problem-solving skills, including the ability to identify trends, patterns, and opportunities in large datasets.
Experience with SQL querying and data analysis.
Experience creating dashboards, reports, or data visualizations.
Strong Microsoft 365 skills, including Excel, PowerPoint, and Teams.
Excellent written and verbal communication skills.
Strong organizational and documentation skills.
Ability to manage multiple priorities and work independently with limited supervision.
Demonstrated curiosity, initiative, and desire to drive measurable business value through data.
Honesty, trustworthiness, and ethical conduct.

Nice To Haves

Familiarity with Digital Employee Experience (DEX) concepts or platforms.
Familiarity with IT Service Management (ITSM) concepts, ticketing systems, and support operations.
Experience with Power BI, Tableau, or similar reporting platforms.
Exposure to service desks, endpoint management, workplace technology, or enterprise IT environments.
Understanding of Microsoft technologies, including Microsoft 365, Intune, Entra ID, Teams, and Windows.
Interest in AI, automation, proactive support models, and employee experience improvement.

Responsibilities

Support the development and maturity of the DEX platform, including intake, documentation, prioritization, and tracking of enhancement requests, dashboards, investigations, alerts, campaigns, remote actions, workflows, and analytics requirements.
Evaluate DEX features, releases, library content, and capabilities for opportunities to improve employee experience and operations.
Maintain inventories and documentation of DEX dashboards, investigations, automations, workflows, and use cases.
Support DEX champions and organization-wide adoption through SOP documentation, knowledge transfer, and training.
Monitor DEX platform utilization, adoption, data quality, coverage, and reporting effectiveness, and partner with technology teams, support organizations, and vendors to maximize platform value.
Analyze endpoint, application, collaboration, device, and employee sentiment data to identify trends affecting productivity and technology experience.
Develop and maintain DEX dashboards, investigations, NQL queries, DEX score reporting, and operational analytics.
Establish experience baselines and monitor device health, startup and login performance, application performance, Microsoft 365 and Teams experience, connectivity, endpoint compliance, software adoption, and employee sentiment.
Correlate DEX data with ticketing, support, device, geography, and business-unit data to identify recurring patterns and improvement opportunities.
Identify potential proactive support opportunities before employees submit support tickets, and conduct before-and-after analyses of technology changes, deployments, automations, and support initiatives.
Conduct recurring support-ticket reviews and audits; analyze incidents, service requests, escalations, and recurring issues to identify improvement opportunities.
Identify support patterns, process inefficiencies, knowledge gaps, and opportunities for proactive remediation; cross-reference ticket data with DEX insights to assess potential for earlier detection, automation, self-service, or proactive communications.
Produce recurring reports and recommendations to improve operational efficiency, user experience, and support effectiveness, and support Problem Management and continuous improvement efforts.
Develop, maintain, and improve operational, executive, and DEX dashboards; use SQL and reporting tools to analyze large datasets and turn findings into actionable insights.
Support executive scorecards, operational KPI dashboards, DEX performance reporting, service health reporting, adoption scorecards, and trend and root-cause analyses.
Automate reporting where possible to improve accuracy, consistency, scalability, and efficiency, and translate stakeholder requirements into data visualizations and reporting solutions.
Track DEX platform adoption, utilization, feature engagement, dashboard use, investigation activity, campaign participation, and program maturity; identify ways to improve engagement and platform value.
Measure business outcomes generated through DEX initiatives and platform investments, and produce recurring adoption scorecards.
Steward support reporting data quality by identifying improvements to ticket categorization, data consistency, and reporting reliability.
Identify gaps in data collection, operational processes, and reporting methodologies; document KPI definitions, data sources, methodologies, dashboard requirements, procedures, and reporting standards.
Analyze employee feedback, sentiment data, survey results, and support metrics to identify service improvement opportunities and recommend ways to strengthen reporting, proactive support, and DEX program maturity.
Support executive-level scorecards, presentations, reporting packages, operational reviews, business updates, quarterly reviews, and strategic reporting initiatives.
Translate technical and operational data into clear, leadership-ready insights and recommendations, and present findings to technical and non-technical audiences.
Analyze support data and DEX insights to identify automation, self-service, and proactive support opportunities; document requirements and business cases for initiatives.
Measure automation effectiveness and business impact, tracking ticket reduction, recurring issue elimination, proactive resolution opportunities, and support effort reduction.
Collaborate with support and engineering teams to prioritize opportunities based on business impact, employee experience, and operational value.
Perform other duties as assigned and demonstrate honesty, trustworthiness, and ethical conduct.

Benefits

Comprehensive medical, prescription drug, dental, and vision coverage for employees and eligible dependents, including access to a Health Savings Account (HSA) and Flexible Spending Account (FSA).
Employee assistance plan and behavioral health benefits.
Fertility benefits, including surrogacy, and adoption assistance programs.
Basic and supplemental life insurance for employees, with supplemental coverage available for spouses or domestic partners and children.
Voluntary group legal, identity theft protection, accident, and hospital indemnity insurance.
Short-term and long-term disability plans.
Up to 12 weeks of paid parental and caregiver leave.
401(k) plan with pre-tax, Roth, and after-tax options and company match with immediate vesting.
Education assistance and student loan programs.
Flexible work arrangements, including hybrid work schedules.
Vacation, paid holidays, sick leave, Summer Fridays (early release), and a winter break between Christmas and New Year’s Day, based on business needs.
Referral bonuses, subject to eligibility.
Matching gift program.
Employee business resource groups (EBRGs).
Special discounts on Sony products for employees.
Employee stock purchase plan, with Sony covering commissions and fees for purchases made through after-tax payroll deductions.
Annual bonus target of 7%.